Answers to our most frequently asked questions

Frequently Asked Questions

Device Condition Definitions

Yes!
The same one we use for fast results 
Before you reset your phone
install and run this app on your device:
  send us the results link to 
with your info and device order number, name and phone number 
Compare our prices to EcoATM.com, Gazelle.com, and Carrier Store Trade In Price. Our software updates automatically to ensure we pay higher than these places!
Nope, zero. We will supply you with a prepaid shipping label.  No payment required if you use this option.

Self Ship
Should you choose to use your own shipping service we strongly recommend our customers to acquire a tracking number and share it with us.


You will have the option to generate a free shipping label during your quote process online. There is no charge for this.

Account

If you have not received your payment within 3 days please contact us ASAP!
Yes
Please click on the "My Account" at the top of our Home page.

If you forget your password, please click on My Account at the top of our home page.
Enter the e-mail address associated with your account, then click Submit. 

You will get an almost instant email sent with a link to reset your password.

Yes,

Simply click on My Account at the top tool bar of our website and log in to view your status.

Please check your spam or junk folders first. If that does not work you can do a quick search for "Your Phone Guy" and it should come up for you.

If it is not there please utilize the contact us page link in the footer.
In regards to your device we encourage you to reset it before shipping/arriving.  We will also do a device wipe when checking in and preparing our quote.

In regards to the information we collect when you place your order, this is essential for us to process your sales and keep you up to date. We do not release this information to any third parties. For further information about how this information is managed please visit our privacy policy.

Posting

Yes!
We do have some preowned devices,
Although we are very choosy about what stays in our store. We sell top grades only!
So you can rest at ease knowing you are getting the very best preowned unlocked device!
Must purchase devices in store!

Satisfaction of our customers is very important for us as we believe, that long-term partnerships are the key to success in business. Therefore we have prepared a system of testing and grading of all mobile devices that enter our company, so that you can be certain that the product will have an accurate description and a proper price.

All phones are checked in order to meet the following cirteria:

  • phone has to turn ON and OFF without any problems
  • we check on possible simlock state
  • the overall condition of the display is examined, we check if the display is clean, colours are ok and if there arent any bad pixels
  • we test the microphone
  • we test the speaker and loudspeaker
  • the vibration of the phone must be OK
  • we check whether the camera is working
  • we perform a test call on each and every of our mobile phones
  • we also check the battery condition and charging
  • smartphones also are checked on wi-fi connectivity, gyroscopes and accelerometers
  • on newer devices we as well check, if they are not blacklisted nor blocked
  • Handset must Include its battery & back cover
Handset must Include its battery & back cover
(original accessories are accepted , aftermarket accessories are not accepted)

Grade A

  • Devices in very good condition
  • Minimal, if any signs of usage
  • Battery is Greater than 95%

    • Grade B

    • Devices in good condition
    • Light signs of usage
    • No missing parts
    • Battery is Greater than 90%

      • Grade C

    • Devices in average condition
    • Obvious signs of everyday usage
    • Deeper scratches are possible
    • No missing parts
    • Battery is Greater than 85%

      • Grade D

      • Devices in poor condition
      • „Brutal” signs of heavy, everyday usage
      • Some parts might be missing (except for back covers)
      • NO Cracks in housing or backs 
      • NO cracks in touch panels
      • LCD’s might have discolorations
      • Battery is Greater than 75% 
        • Grade DOA
          • Device is dead on arrival 
          • Water damaged 
          • No signs of life 
          • One major functions are faulty but Powers on with,
          • Screen / LCD / Touchscreen is cracked , faulty or bleeding.
          •  Wi-Fi faulty.
          •  Camera faulty.
          •  Microphone or Speaker faulty.
          •  Power plug in Connector faulty.
          •  Housing has major crack
          •  Not able to make & receive calls.
          •  Faulty or Missing buttons.
          •  Water damage indicator set off
          •  Battery LifeCycle below 70%.
          •  Housing bent . 

    Please select your model and complete the sales order, you will then have a shipping label generated for you.

    We purchase all kinds of things. If you cant find something on our lists please contact us and we will see if we can get a quote for you.

    Please send your device(s) within 15 days of your online order.  Orders over 15 days will Expire.

    We can only guarantee price if the device is shipped within 2 days of the label being generated. 

    Expired order will need to be resubmitted
    Simply login to My Account in the top corner and Add New Order.
    there is no need to re-input your details.

    We are automated!
    Our system will send you an email notification when your device(s) have arrived.

    When using our service, it should take approximately 1-3 working days to be delivered to us. With remote regional areas shipments can take additional time.

    Payment

    Please complete the online Bulk Order request to contact us.

    Your payment is processed within 24-48hrs from the date we test and confirm your devices.
    You will be notified by email, at each stage of the process from start to end.
    You will be receiving 3 emails from start to finish.
     Alternatively you are also able to get updates and payment status anytime by logging into your account online.

    What Model

    Go to settings icon on your device, and scroll down to About.

    We have dedicated staff that work on updating our product range.

    If it is not on our list please contact us and we will see if an offer is available.

    Inputting IMEI or Serial number is optional, and We will complete for you, once device is received.
    This is to ensure we are not processing stolen devices.

    For Smartphones the IMEI number found by going to the Telephone KeyPad.
    1. Press * # 0 6 # on your keypad.
    2.Press Call or Send as if making a call.
    3. Your IMEI number will be retrieved and displayed on your screen.
    Phones have Brand followed by a Series of model and then the model name or number.

    Example of SAMSUNG Brand and     Series are:
    Samsung Galaxy J | Samsung Galaxy S | Samsung Galaxy NOTE | Samsung Galaxy A
    | Samsung Galaxy Mini | etc...

    Other models that have Brand and Series:
    Sony XPERIA | Nokia Lumia | Motorola RAZR | LG Optimus  |  LG G series  |  Huawei Ascend  |  HTC U | HTC One | HTC Desire | BlackBerry Bold | BlackBerry Q | Google Pixel | Google Nexus  

    You will always find the exact model number in [Settings],[About] or on the back of device or under the battery.

    Cloud Locks

    A: www.iCloud.com website.

    • Log into www.icloud.com with your Apple ID and Password
    • Select this device from All Devices drop down and select your device
    • Device pop up box will appear.
    • Click Remove from Account
    • Confirm by clicking Remove
    B: From another Apple device with same Apple ID (iOS 10.3 or later)

    • Tap Settings > [your name], then scroll down.
    • Tap any device name to view that device's information
    • Scroll down and Tap [ Remove from Account ]


    Here is the way to turn off Reactivation Lock from Google’s website.

    • Log into https://myaccount.google.com with your Google email address and password.
    • “Under Sign In & Security >” On left of screen - click on “Device Activity And Notifications”.
    • On the right of the screen click “Recent security events” and click on “REVIEW DEVICES”
    • You will now see all devices linked to your Google account.
    • Click on every single device which you want to remove (inc. the one mentioned above) and select REMOVE under account access.

    iPhone Model Comparison

    Locate the imei or serial number of your device
    and go to this great website     iunlocker.net

    Other Questions

    We will only honor the quoted price if you are the rightful owner.
    If any product or products turn out to have been reported as stolen,
    we will not process payment or any compensation for these device(s).
    Counterfeit/fake devices sent will be crushed and recycled by us.
    No payment will be made and the device will not be returned.
    3 Day Phone Back Promise :
    If your device fails our testing (differs from what you have stated), we will contact you.
    You will be given the option to accept the adjusted price, or have your device(s) returned.
    There is no fee for the return of your product(s).
    If we havent heard from you after 3 days, we will continue to process the device at our adjusted price.
    Yes, 
    As long as you inform us before we process your device(s).  
    Simply contact our Customer Support Team.

    Yes,

    All devices are wiped upon delivery as part of our checkin process.